Describe the Various Quality Statements. Give Examples.

QuALITY STATEMENTS

Quality statements are established by the quality council to provide overall direction for achieving the total quality culture.
Three elements of quality statements are:
1. Vision statement,
2. Mission statement, and
3. Quality policy statement.
Effective leader communicate the values of the organisation to their employees by translating the vision and mission into day-to-day activities.

Vision Statement

The vision statement is a short declaration of what on organisation aspires to be in the very long term future.
It is the ideal state that might never be reached; but on which one will work hard continuously to achieve. Successful visions provide a brief guideline for decision-making.
Vision statements describes where leadership sees the organisation in the future.
A vision describes aspirations for the future, without specifying the means that will be used to achieve those desired ends.

Examples of vision statements:

“Sustain ITC’s position as one of India’s most valuable corporations through world class performance, creating growing value for the Indian economy and the Company’s stakeholders.” – ITC Limited

“To help our clients meet their goals through our people. services and solutions.” – Infosys International Inc.
“Apollo’s vision for the next phase of development is to ‘Touch a Billion Lives’.” – Apollo Hospitals
“Preparing young minds to contribute to the betterment of the global society.” – Indian Institute of Management (IIB) Tiruchirappalli

Each of the above vision statements offers a very different view of the direction and character of the organisation. Each statement conveys a general image to customers and employees of where the organisation is headed.

Thus, for the organisation, the vision statement provides a clear picture of where it is headed and why it is going there.

Mission Staternent

The mission statement, is usually one paragraph, describes the function of the organisation. It provides a clear statement of purpose for employees, customers, and suppliers.
The mission statement answers the following questions: who we are?; who are the customers?; what we do?; and how we do it?.
A well conveived mission statement defines the fundamental, unique purpose that sets a company apart from other firms of its type and identifies the scope of the company’s operations in terms of products offered and markets served.

The key elements of a mission statement are as follows:

Obligation to stakeholders: The most important stakeholder and the relative emphasis placed on meeting the needs of various stakeholders.
Scope of the business: The areas in which the company will compete defined by the customers served, the functions provided, and the technology employed.
Sources of competitive advantage: The skills that the company will develop/leverage to achieve its vision and a description of how the company intends to exceed in creating customer value and competitive advantage.
View of the future: The anticipated regulatory, competitive and economic environment in which the company must compete.

Examples of mission statements:

To enhance the wealth generating capability of an enterprise in a globalizing environment, delivering superior and sustainable stakeholder value.” – ITC Limited

“Infosys International Inc. is dedicated to providing the people, services and solutions our clients need to meet their information technology challenges and business goals.” – Infosys International Inc.

“Our mission is to bring healthcare of International standards within the reach of every individuals. We are committed to the achievement and maintenance of excellence in education, research and healthcare for the benefit of humanity.” – Apollo Hospitals

“Creating an environment that encourages students having diverse backgrounds to achieve excellence in the field of their choice, through holistic, functional education. An educational process that promotes ethics, critical inquiry, creativity and originality, emphasizing interdisciplinary approach and lays foundation for lifelong learning.” -Indian Institute of Management (IIM) Tiruchirappalli

Vision Statement Vs. Mission Statement

Table 1.1 presents the comparison between the vision and mission statements.

Table 1.1. Vision Statement Vs Mission Statement

S. No.	Difference	Vision Statement	Mission Statement
1.	Answers question	Why are we here?	What do we do? For whom do we do it? What is the benefit?
2.	Time	Vision statement talks about the very long term future. In an ideal world our vision would be ……	Mission statement talks about the organisation’s present leading to the future
3.	Change	Vision statement should remain, intact, even if the market changes dramatically, because it speaks to what your company represents, not just what it does.	Mission statement may change if your organization outlives the industry it started in, but it should still tie back to your core vision and values.
4.	About	Vision statement outlines WHERE an organization wants to be in future. Communicates both long term purpose and values of the organization.	Mission statement talks about HOW the organization will get where it wants to be. Defines the organization’s purpose and primary objectives. Mission statement puts the vision into practice.
5.	Function	Describe where the organization sees itself years from now. Shapes customer’s understanding of why they should work with the organization.	Lists broad goals for which the organizationis formed. Prime function is internal, to define the key measure of success and its prime audience is leadership team and stockholders.
6.	Employees	Identifies why employees need/want to work with the organization. Gives direction about how they are expected to behave and inspires them to give their best.	Helps the team act and guides them in what they should do.

$✓$ Together, a vision and mission statements provide a common agreed-upon direction for the entire organisation. This direction can be used as a basis for daily decision making.

Quality Policy Statement

The quality policy is a guide for everyone in the organisation as to how they provide products and service to the customers.

It is used as a guide to managerial action.

It should be written by the CEO with feedback from the workforce and be approved by the quality council.

A quality policy is an important requirement of ISO 9000 quality systems. ISO 9000 , the international standard for quality assurance, requires a quality policy as a declaration of intent to meet the needs of customers.

Examples of a simple quality policy statements:

“Reliance is committed to meeting customer requirements through continual improvement of its quality management systems. Reliance shall sustain organization excellence through visionary leadership and innovative efforts.” -Reliance Industries Limited
“Parle products limited will strive to provide consistently nutritious and quality food products to meet customers’ satisfaction by using quality materials and by adopting appropriate processes. To facilitate the above we will strive to continuously train our employees and to provide them an open and participative environment:” – Parle Products Limited

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